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eBay Customer Support Center亿贝管理（上海）有限公司
eBay中国客户支持中心位于上海。目前通过电子邮件、在线实时答疑及热线电话的方式为中国、香港、台湾、澳门等地区的用户提供及时高效的服务，此外，其业务范围已扩展至日本、韩国及东南亚地区。
作为eBay的重要职能部门，eBay中国客户服务中心在增强客户忠诚度、提高首次解决率、改善用户体验等方面一直发挥着积极作用，并曾被评选为国家最佳呼叫中心。
PayPal美银宝信息技术（上海）有限公司
Paypal是eBay旗下的一家公司, 世界领先的网上支付服务提供商，允许用户在不共享财务信息的情况下进行支付活动，且灵活支持余额支付、银行转账、信用卡支付或是推广筹资。倚靠分布于世界190个市场24种币种的8700万以上有效账户，Paypal能够支持跨境、转换币种及语言的全球电子商务支付。
在eBay跨国贸易中，PayPal为您提供安全高效的一站式支付方案，集国际流行的信用卡，借记卡，电子支票等支付方式与一身。帮助买卖双方解决各种交易过程中的支付难题。目前在跨国交易中超过90%的卖家和超过85% 的买家认可并正在使用PayPal 电子支付业务。PayPal在2009年交易总值达到720亿美元，占全球电子商务交易总值的15%，其中24%属于跨境交易。Paypal 已获得20项以上来自互联网工业以及商务圈的荣誉，包括2006 Webby Award for Best Financial Service site以及最近获得的2010 Economist Innovation Award for Business Process。
目前主要在招两个职位：
一、Compliance Agent-----合规分析专员
二、Fraud Prevention Agent-----英语反欺诈专员
有意者可投递简历：
Name: helen
Mail: xiaomaoyun@126.com
Tel: 021-51709166/7
1、Compliance Agent
Primary Job Responsibilities
1. Apply investigatory and pattern recognition skills when collecting data and building account takeover cases.
2. Apply problem solving and good judgment when making decisions to file SARs with the Singapore Treasury Department.
3. Review reported suspicious activity leads, perform an investigation and make a recommendation on course of action for SAR filing on money laundering cases.
4. Use judgment, based on guidelines, on locking accounts if there is a suspected OFAC violation.
5. Communicate via email with customers requesting documentation
6. Review documentation received and make a determination to unlock accounts restricted for suspected OFAC violations
7. Identifying and implementing reports to review PayPal accounts and transactions for potential violations.
8. Processing queue items in a timely manner including OFAC SDN, Bank of England, Kana and Spoof SR queues.
9. Maintain a working knowledge of all AML laws and regulations, including PayPal’s AUP, related to the job
10. Interaction with peers, other PayPal departments and law enforcement conducted in a professional manner.
11. Communicate with customers, verbally and written, in a professional manner.
Job Requirements
1. Education
- Bachelors’ degree or equivalent work experience preferred
2. Experience
- 1 year experience in an Internet company, financial institution or transaction processor preferred.
- Strong English communication skills and experience (E-mail & Phone).
- Experience using Microsoft Office products including: Excel, Word, Access, Outlook, and PowerPoint; command of Microsoft Excel.
3. Knowledge, Skills, and Abilities
- Ability to learn and adapt to new software technologies
- Strong working knowledge of PC based internet and software applications
- Command of external systems and software (The Internet, Microsoft Office - Outlook, Word, Excel)
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Other Asian language such as Japanese, Korean, Thai, etc. preferred.
- Excellent analytical skills
- Ability to communicate effectively via email transmission by utilizing good writing skills, such as proper grammar and punctuation skills
2、Fraud Prevention Agent
I.GENERAL SUMMARY
Fraud Prevention Agents are required to work through a number of pre-determined fraud queues, kana email queues, and service requests to identify potentially fraudulent accounts and take all appropriate actions. Agents will complete their investigation using multiple resources including customer contact, contacting banks and credit card issuers, reviewing PayPal activity, eBay rating, phone matches, IP Search, and various websites, etc. Agents may be required to contact account holders - both senders and recipients - in order to verify the authenticity of transactions and/or activity. Finally, a variety of documentation may be reviewed including credit card statements, bank account statements and customer response, etc, in order to determine the legitimacy of the account and account holder.
II.SPECIFIC DUTIES
A.Contacting account holders in an effort to verify activity and mitigate loss
B.Responsible for working fraud queues, service requests and other item processing related to Spoof, Credit Card, ACH, IP Matches and other Fraud indicator queues on a daily basis.
C.Effectively identify problems and issues by performing relevant research using the appropriate tools.
D.Analyze account history and trends to make sure all appropriate restriction/dismissal decisions are made on each account reviewed.
E.Responsible for working assigned fraud and dispute queues, emails and service requests, as well as other fraud processing items on a daily basis.
F.Analyze account history and trends to take appropriate action on accounts.
G.Communicate effectively and concisely with all applicable parties in pursuit of resolution of cases in written form (when required) without spelling or grammatical errors and verbally interacting (when required) on a professional, mature level even in adverse situations.
H.Review PayPal accounts and determine the legitimacy of the account and account holder and associated risk. Methods to accomplish this include reviewing documentation including: customer contact, driver’s licenses, credit card statements, bank account statements, utility bills, transaction history, other fraud indicators, etc, various websites to confirm information on an account, message and customer history in Kana, and account information in Administrative tools.
I.Continually monitor cases and reports to identify trends and notify management of information gleaned from that activity.
J.Provide feedback to management regarding necessary changes and updates; including policies, upgrades, and potential queue changes.
K.Perform related duties as assigned.
III.Required Performance
A.Meet or exceed all published standards measured monthly and YTD
B.Maintain acceptable level of job discretion. Performance is evaluated against the ability to make judgment calls, the ability to make sound decision, a desire to make decisions, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism.
C.Maintain acceptable level of teamwork by incorporating a positive attitude, being supportive in words and actions, embodying the core values of PayPal, and communicating with all levels both within the existing team & anyone outside the direct reporting structure.
D.Maintain acceptable level of commitment which includes more than just showing up for work, more than just performing expectations, seeking out additional responsibilities (not OT), volunteering for special projects, demonstrating dedication by working overtime and holidays if necessary to maintain adequate staffing levels, and identifying oneself as a go-to individual, flexibility with change and a passion for the product and company.
E.Attend company provided OFAC and BSA training and be in compliance with all regulations.
F.Pass certification testing within the first six months of employment and recertify annually (minimum certification score is 90%).
G.Maintain and promote a positive attitude while meeting productivity goals.
H.Continually display initiative to take on additional responsibilities toward professional growth.
I.Remain informed concerning current and future Push initiatives by completing and passing all related testing. |
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发表于 2011-6-17 13:06:01
楼主